Customer recovery tactics that build brand loyalty

THERE'S AN ART TO APOLOGIZING

Negative customer experiences are inevitable, no matter how many controls an organization puts in place. And while consumers' expectations related to customer experience continue to grow, ultimately, it's how brands recover from a less-than-perfect experience that builds true brand loyalty.

Did you know:

67% of consumers who have had a negative experience with a brand were not offered any form of compensation

And of those who weren't offered an apology, 60% said the lack of compensation made them feel worse about the interaction

But when consumers receive what they perceive as an appropriate response, 90% say they are likely to stay with a brand

Yes, apologizing matters, but the act alone is not enough - equally important is how you say "I'm sorry."

We talked to nearly 1,500 American consumers to learn how compensating a negative experience impacts loyalty, the kinds of compensation they prefer and their expectations surrounding the recovery process.

Fill out the form to access these insights in our white paper, The Art of Keeping Customers.

Access our white paper: The Art of Keeping Customers

CONNEXIONS LOYALTY

As experts in customer loyalty for more than 35 years, Connexions Loyalty helps organizations motivate, reward and retain their customers and partners. The world’s top brands turn to us for loyalty management, consumer rewards, rewards fulfillment and card benefits. Our loyalty programs are available to more than 200 million people in North America, South America, Africa and Asia. Connexions Loyalty, an Affinion Group company, employs more than 900 talented team members with offices in the United States, Brazil, Hong Kong and Singapore.